For brick-and-mortar businesses, building true customer loyalty is both an art and a science. At Thanx, we're bringing you the stats, tools, and takeaways to help you capture data that grows business through customer loyalty.
How can companies attract and retain the right customers and cultivate strong...Sameer Mathur
Based on the chapters from A South Asian Perspective by Philip Kotler
Learn how companies attract and retain their customers. Learn how companies personalize the market, how they empower the customer and how the customer reviews affect the companies growth, how companies reduce defection rates, the retention dynamics
Implementing Customer Loyalty Program PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Implementing Customer Loyalty Program Powerpoint Presentation Slides. Enhance your audiences knowledge with this well researched complete deck. Showcase all the important features of the deck with perfect visuals. This deck comprises of total of twenty four slides with each slide explained in detail. Each template comprises of professional diagrams and layouts. Our professional PowerPoint experts have also included icons, graphs and charts for your convenience. All you have to do is DOWNLOAD the deck. Make changes as per the requirement. Yes, these PPT slides are completely customizable. Edit the colour, text and font size. Add or delete the content from the slide. And leave your audience awestruck with the professionally designed Implementing Customer Loyalty Program Powerpoint Presentation Slides complete deck.
How to launch a customer loyalty program that boosts your bottom lineDarren DeMatas, MBA
Shoppers love customer loyalty programs, but most ecommerce sites get it wrong. Learn how to launch a profitable rewards program that boosts your bottom line.
You'll understand why customer loyalty programs matter, how they contribute to long term profitability and how to launch an effective program
How to Drive Top-Line Growth with Customer Success Management MetricsGainsight
This presentation is all about growing your top-line revenue by leveraging Customer Success Management metrics.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
Presenting this set of slides with name - Customer Loyalty PowerPoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of twenty five slides. Our tailor made Employee Engagement Activities For Corporates Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Employee Engagement Activities For Corporates Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
How can companies attract and retain the right customers and cultivate strong...Sameer Mathur
Based on the chapters from A South Asian Perspective by Philip Kotler
Learn how companies attract and retain their customers. Learn how companies personalize the market, how they empower the customer and how the customer reviews affect the companies growth, how companies reduce defection rates, the retention dynamics
Implementing Customer Loyalty Program PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Implementing Customer Loyalty Program Powerpoint Presentation Slides. Enhance your audiences knowledge with this well researched complete deck. Showcase all the important features of the deck with perfect visuals. This deck comprises of total of twenty four slides with each slide explained in detail. Each template comprises of professional diagrams and layouts. Our professional PowerPoint experts have also included icons, graphs and charts for your convenience. All you have to do is DOWNLOAD the deck. Make changes as per the requirement. Yes, these PPT slides are completely customizable. Edit the colour, text and font size. Add or delete the content from the slide. And leave your audience awestruck with the professionally designed Implementing Customer Loyalty Program Powerpoint Presentation Slides complete deck.
How to launch a customer loyalty program that boosts your bottom lineDarren DeMatas, MBA
Shoppers love customer loyalty programs, but most ecommerce sites get it wrong. Learn how to launch a profitable rewards program that boosts your bottom line.
You'll understand why customer loyalty programs matter, how they contribute to long term profitability and how to launch an effective program
How to Drive Top-Line Growth with Customer Success Management MetricsGainsight
This presentation is all about growing your top-line revenue by leveraging Customer Success Management metrics.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
Presenting this set of slides with name - Customer Loyalty PowerPoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of twenty five slides. Our tailor made Employee Engagement Activities For Corporates Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Employee Engagement Activities For Corporates Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
Learn all about Email Marketing, and how to promote your products and services using emails. Included is how to generate subscriber list, subscriber management and updating, email marketing metrics, types of email marketing platforms and many more.
How to Build a Killer Customer Loyalty Program for Your Business Kabbage
The concept of a customer loyalty program is simple – your customers are rewarded for repeating their business, and your revenue as a business increases from their support. Most big brands from Starbucks to Safeway, Walgreens and Best Buy feature customer loyalty programs. But customer loyalty isn’t just for big business – it’s a key strategy for small business owners to scale revenue and build lasting relationships with the people who matter most – loyal fans of your business and product. In this webinar, we’ll go over everything you need to know to build a killer customer loyalty program, including:
- How to define customer loyalty and why it's important
- How to do customer loyalty right: the dos and don'ts
- Using data and mobile to drive loyalty
- Importance of branding and fraud prevention
- Loyalty apps and tools to use
- How customer loyalty can be used in each business industry/vertical
Presenting this set of slides with name - Customer Journey Analysis PowerPoint Presentation Slides. Our topic specific Customer Journey Analysis PowerPoint Presentation Slides presentation deck contains thirty-six slides to formulate the topic with a sound understanding. This PPT deck is what you can bank upon. With diverse and professional slides at your side, worry the least for a powerpack presentation. A range of editable and ready to use slides with all sorts of relevant charts and graphs, overviews, topics subtopics templates, and analysis templates makes it all the more worth. This deck displays creative and professional looking slides of all sorts. Whether you are a member of an assigned team or a designated official on the look out for impacting slides, it caters to every professional field.
This deck consists of total of thirty four slides. It has PPT slides highlighting important topics of Customer Journey Powerpoint Presentation Slides. This deck comprises of amazing visuals with thoroughly researched content. Each template is well crafted and designed by our PowerPoint experts. Our designers have included all the necessary PowerPoint layouts in this deck. From icons to graphs, this PPT deck has it all. The best part is that these templates are easily customizable. Just click the DOWNLOAD button shown below. Edit the colour, text, font size, add or delete the content as per the requirement. Download this deck now and engage your audience with this ready made presentation.
Whether for-profit or nonprofit, customer retention strategies are the same. Here are seven strategies to retain your customers that you should consider.
Email Marketing is one of the techniques which are used in Digital Marketing. Email Marketing is a form of Direct Marketing which is done through sending emails. Email Marketing is not about spamming. While the common belief could be that Email Marketing has become obsolete, but the reality is otherwise. As a business, you should be more interested in Email Marketing due to ample amounts of benefit. These slides are all about Email Marketing and you will get a very fair idea about Email Marketing. Also, if you are practicing Email Marketing, these slides will give you idea of how to make your email marketing more effective and powerful.
This template will help you codify your customer success strategy. You can read the blog post and download the template here: http://blog.preact.com/customer-success-strategy-template
From customer success metrics to the customer journey, and from the customers' critical path to your customer success team, this template enables you to present your vision to your executive team.
Loyalty is more than just a program it is becoming a vehicle for brand philosophy. The new breed of successful loyalty programs go beyond perks to build impactful emotional connections with customers. Unparalleled customer loyalty begins and ends with the quality of your relationships with customers.
Did you know that 6 of 7 key players in a B2B buying process never visit your website? With account-based marketing you can now reach and influence your buyers across the web, by serving display ads only to your target accounts, and no one else. In this brief, educational webinar learn:
What is Account-based Marketing?
--Account-based (ABM) advertising - the basics
--Why should I run ABM programs?
--How it Works:
Prioritizing target accounts
Media buying, ad pacing, and more
Measuring ROI and reporting
Budgeting & Planning ABM programs
Consideration and implementation of a successful marketing automation strategy presented by Andrew Wilson, Freelance Digital Marketing Automation & Project Manager
Learn all about Email Marketing, and how to promote your products and services using emails. Included is how to generate subscriber list, subscriber management and updating, email marketing metrics, types of email marketing platforms and many more.
How to Build a Killer Customer Loyalty Program for Your Business Kabbage
The concept of a customer loyalty program is simple – your customers are rewarded for repeating their business, and your revenue as a business increases from their support. Most big brands from Starbucks to Safeway, Walgreens and Best Buy feature customer loyalty programs. But customer loyalty isn’t just for big business – it’s a key strategy for small business owners to scale revenue and build lasting relationships with the people who matter most – loyal fans of your business and product. In this webinar, we’ll go over everything you need to know to build a killer customer loyalty program, including:
- How to define customer loyalty and why it's important
- How to do customer loyalty right: the dos and don'ts
- Using data and mobile to drive loyalty
- Importance of branding and fraud prevention
- Loyalty apps and tools to use
- How customer loyalty can be used in each business industry/vertical
Presenting this set of slides with name - Customer Journey Analysis PowerPoint Presentation Slides. Our topic specific Customer Journey Analysis PowerPoint Presentation Slides presentation deck contains thirty-six slides to formulate the topic with a sound understanding. This PPT deck is what you can bank upon. With diverse and professional slides at your side, worry the least for a powerpack presentation. A range of editable and ready to use slides with all sorts of relevant charts and graphs, overviews, topics subtopics templates, and analysis templates makes it all the more worth. This deck displays creative and professional looking slides of all sorts. Whether you are a member of an assigned team or a designated official on the look out for impacting slides, it caters to every professional field.
This deck consists of total of thirty four slides. It has PPT slides highlighting important topics of Customer Journey Powerpoint Presentation Slides. This deck comprises of amazing visuals with thoroughly researched content. Each template is well crafted and designed by our PowerPoint experts. Our designers have included all the necessary PowerPoint layouts in this deck. From icons to graphs, this PPT deck has it all. The best part is that these templates are easily customizable. Just click the DOWNLOAD button shown below. Edit the colour, text, font size, add or delete the content as per the requirement. Download this deck now and engage your audience with this ready made presentation.
Whether for-profit or nonprofit, customer retention strategies are the same. Here are seven strategies to retain your customers that you should consider.
Email Marketing is one of the techniques which are used in Digital Marketing. Email Marketing is a form of Direct Marketing which is done through sending emails. Email Marketing is not about spamming. While the common belief could be that Email Marketing has become obsolete, but the reality is otherwise. As a business, you should be more interested in Email Marketing due to ample amounts of benefit. These slides are all about Email Marketing and you will get a very fair idea about Email Marketing. Also, if you are practicing Email Marketing, these slides will give you idea of how to make your email marketing more effective and powerful.
This template will help you codify your customer success strategy. You can read the blog post and download the template here: http://blog.preact.com/customer-success-strategy-template
From customer success metrics to the customer journey, and from the customers' critical path to your customer success team, this template enables you to present your vision to your executive team.
Loyalty is more than just a program it is becoming a vehicle for brand philosophy. The new breed of successful loyalty programs go beyond perks to build impactful emotional connections with customers. Unparalleled customer loyalty begins and ends with the quality of your relationships with customers.
Did you know that 6 of 7 key players in a B2B buying process never visit your website? With account-based marketing you can now reach and influence your buyers across the web, by serving display ads only to your target accounts, and no one else. In this brief, educational webinar learn:
What is Account-based Marketing?
--Account-based (ABM) advertising - the basics
--Why should I run ABM programs?
--How it Works:
Prioritizing target accounts
Media buying, ad pacing, and more
Measuring ROI and reporting
Budgeting & Planning ABM programs
Consideration and implementation of a successful marketing automation strategy presented by Andrew Wilson, Freelance Digital Marketing Automation & Project Manager
This is a guide, shared by centricweb.co.uk, to mobile loyalty for small and medium businesses. It makes a case how SMEs can boost their sales and retain customer value using mobile loyalty programmes on their own branded apps.
http://repeatbusiness-guaranteed.co.uk
t: 01202 233433
95% of UK consumers appreciate customer loyalty programs.
Loyalty programs are a great way of adding value to customer visits and giving them a reason to return in the future.
To create loyal customers who always use your business over your competitors you need to acknowledge their loyalty and reward them for their business.
This was an award winning presentation from TEC (The Executive Committee) a global organization of CEOs. Duane presented this seminar to CEOs throughout the country, who gave it rave reviews for simple techniques to grow their businesses.
You will learn the principles of customer retention and formula for calculating the lifetime value of a customer.
Traditional marketing knowledge would tell you that the only way to grow your business is by acquiring new customers – and to some extent, that’s true. But if your business already has a customer base, there’s good news: by focusing on better understanding the customers you already have, you can move the needle more predictably — and more impactfully — than by marketing to new customers.
Download the White Paper to learn:
What types of customer data leading businesses prioritize
How to gather high-quality customer data
Ways to analyze and use your customer data to drive hard revenue
Examples of leading businesses that you can copy today
Webinar - making customer retention your strategy for hyper-growthRanceTimiEbiwari
Consumer expectations have shifted. Digital-first brands are now the leaders in creating valuable experiences. Thoughtful, meaningful engagement is a more effective strategy than persistent, irrelevant campaigns.
Email marketing - Build loyalty and level up slidesLaura Thwaites
Join us for a special masterclass on how to boost customer loyalty in your email campaigns. We'll be joined by email marketing legend Kath Pay, Founder and CEO of Holistic Email Marketing. Kath lives and breathes email marketing and is recognized as an international email marketing thought leader. This is one session not to miss!
Achieving customer loyalty is the best way to keep sales pipelines full. Customer experience management is key to customer loyalty. This whitepaper is about how to achieve customer loyalty in small and medium size busines.
In these competitive world, cost to hold a customer is blooming like a sky-rocketing. Increasing customer satisfaction is the only way to hold a customer. Small and Medium business owners should focus on experiencing customers to increase their satisfaction.
Here are the some strong strategies to increase customer satisfaction.
Retail Guide: 10 Commandments of Customer-Centric RetailingRaymark
As our physical and online environments continue to come together, consumer behavior
keeps changing and retailers need to react. Today’s consumers are extremely connected and live a digital lifestyle. They are educated, expect speed and have become extremely demanding. With an overload of mass marketing, some customers have lost trust in retailers and have become less loyal.
In this guide, we will take you through the 10 commandments that every customer-centric retailer needs to follow in order to increase loyalty, new customer acquisition, visit conversion, transaction value and to optimize marketing and customer engagement costs.
How your fidelity cards will become a successStampKey Ltda
The fidelity card - also known as loyalty card, punch card or stamp card - is still one of the most widely used marketing tools for many businesses. Learn how
you can effectively create customer loyalty for your business and why it pays off
Similar to The Ultimate Guide to Customer Loyalty in 2017 (20)
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
SMM Cheap - No. 1 SMM panel in the worldsmmpanel567
Boost your social media marketing with our SMM Panel services offering SMM Cheap services! Get cost-effective services for your business and increase followers, likes, and engagement across all social media platforms. Get affordable services perfect for businesses and influencers looking to increase their social proof. See how cheap SMM strategies can help improve your social media presence and be a pro at the social media game.
Come learn how YOU can Animate and Illuminate the World with Generative AI's Explosive Power. Come sit in the driver's seat and learn to harness this great technology.
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
And with videos evolving from landscape to portrait and experts promoting shorter clips, one thing remains constant – our brains LOVE videos.
So is there science behind what makes people absolutely irresistible on camera?
The answer: definitely yes.
In this jam-packed session with Stephanie Garcia, you’ll get your hands on a steal-worthy guide that uncovers the art and science to being irresistible on camera. From body language to words that convert, she’ll show you how to captivate on command so that viewers are excited and ready to take action.
Short video marketing has sweeped the nation and is the fastest way to build an online brand on social media in 2024. In this session you will learn:- What is short video marketing- Which platforms work best for your business- Content strategies that are on brand for your business- How to sell organically without paying for ads.
Top 3 Ways to Align Sales and Marketing Teams for Rapid GrowthDemandbase
In this session, Demandbase’s Stephanie Quinn, Sr. Director of Integrated and Digital Marketing, Devin Rosenberg, Director of Sales, and Kevin Rooney, Senior Director of Sales Development will share how sales and marketing shapes their day-to-day and what key areas are needed for true alignment.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
In this presentation, Danny Leibrandt explains the impact of AI on SEO and what Google has been doing about it. Learn how to take your SEO game to the next level and win over Google with his new strategy anyone can use. Get actionable steps to rank your name, your business, and your clients on Google - the right way.
Key Takeaways:
1. Real content is king
2. Find ways to show EEAT
3. Repurpose across all platforms
Financial curveballs sent many American families reeling in 2023. Household budgets were squeezed by rising interest rates, surging prices on everyday goods, and a stagnating housing market. Consumers were feeling strapped. That sentiment, however, appears to be waning. The question is, to what extent?
To take the pulse of consumers’ feelings about their financial well-being ahead of a highly anticipated election, ThinkNow conducted a nationally representative quantitative survey. The survey highlights consumers’ hopes and anxieties as we move into 2024. Let's unpack the key findings to gain insights about where we stand.
How to Run Landing Page Tests On and Off Paid Social PlatformsVWO
Join us for an exclusive webinar featuring Mariate, Alexandra and Nima where we will unveil a comprehensive blueprint for crafting a successful paid media strategy focused on landing page testing.With escalating costs in paid advertising, understanding how to maximize each visitor’s experience is crucial for retention and conversion.
This session will dive into the methodologies for executing and analyzing landing page tests within paid social channels, offering a blend of theoretical knowledge and practical insights.
The Pearmill team will guide you through the nuances of setting up and managing landing page experiments on paid social platforms. You will learn about the critical rules to follow, the structure of effective tests, optimal conversion duration and budget allocation.
The session will also cover data analysis techniques and criteria for graduating landing pages.
In the second part of the webinar, Pearmill will explore the use of A/B testing platforms. Discover common pitfalls to avoid in A/B testing and gain insights into analyzing A/B tests results effectively.
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
Key Takeaways:
Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
The What, Why & How of 3D and AR in Digital CommercePushON Ltd
Vladimir Mulhem has over 20 years of experience in commercialising cutting edge creative technology across construction, marketing and retail.
Previously the founder and Tech and Innovation Director of Creative Content Works working with the likes of Next, John Lewis and JD Sport, he now helps retailers, brands and agencies solve challenges of applying the emerging technologies 3D, AR, VR and Gen AI to real-world problems.
In this webinar, Vladimir will be covering the following topics:
Applications of 3D and AR in Digital Commerce,
Benefits of 3D and AR,
Tools to create, manage and publish 3D and AR in Digital Commerce.
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
Digital marketing is the art and science of promoting products or services using digital channels to reach and engage with potential customers. It encompasses a wide range of online tactics and strategies aimed at increasing brand visibility, driving website traffic, generating leads, and ultimately, converting those leads into customers.
https://nidmindia.com/
2. Table of Contents
Why Customer Retention
• Retention vs. acquisition
• What is loyalty really worth?
Why most “loyalty programs” fail
• Customer experience shortcomings
• Lack of data
Big Data for Brick and Mortar
• Personalization
• Stop customer churn
• Identify VIP customers
Feedback rules all
• Getting responses that matter
• Why Net Promoter Score is the industry standard
3. Your customer loyalty adventure
awaits
If you’re looking to drive more revenue this year, you’re in luck. We’ve
crunched the numbers and there’s a surefire way to do it — and it all starts
with the customers you already have.
We analyzed over 50 million transactions, and we compiled the most
interesting information about customer loyalty and guest behavior. Dollar for
dollar, it’s always worth investing in incentivizing loyal behavior — but how do
restaurants, retailers, car washes, and other brick-and-mortar businesses go
about doing it?
Consider this your field guide.
4. For every 10 customers who walk into your
business, only 3 of those customers are likely
to return. Restaurants, retailers, car washes,
and other brick-and-mortar businesses invest
money into advertising to new customers, but
when those new customers only come in
once, it’s hard to justify the cost of acquiring a
new customer.
That’s why it costs 5-7x more money to
acquire a new customer than to drive an
additional visit from an existing customer.
Dollar for dollar, it’s more lucrative to invest in
your existing customer base — especially
when, according to research from Harvard
Business School, increasing customer
retention rates by just 5 percent increases
profits by 25 percent to 95 percent. A customer
who already knows and loves your brand
might be willing to come by again just from a
personalized message. This is why targeting
people who've already visited your
business is easier and more cost effective.
Why Customer Retention?
Part 1
Bottom line: New
customers are expensive.
5. It costs 5x more to attract a new
customer than it does to retain an
existing customer.
TWEET THIS
6. Why does retention have such a dramatic impact? Because, in addition to being a better value, loyal
customers behave very differently than first-time customers in three main ways:
1. Higher spend: According to Small Business Trends, customers spend less on their first purchase
because they see new brands as "risky." After building a relationship, customer spend grows
alongside trust. Eventually, loyal customers spend 67% more than new ones
2. Increased Frequency: Customers involved in a loyalty program increase their visitation
frequency to a particular restaurant by an average of 35%.
3. Better word-of-mouth: Retained customers are more powerful sources of referral business. A
Bain & Company strategy brief reported that, on average, a first-time apparel shopper refers three
people. After 10 purchases, that same shopper refers seven customers. Referred shoppers
spend more money and are more loyal themselves.
Customers enrolled in a loyalty program visit 35%
more frequently
Part 1: Why Customer Retention?
What is customer loyalty worth?
7. 2017 Goal #1: Start building a customer
retention engine to keep your customers
coming back.
8. Why “Loyalty Programs” Fail
Part 2
Despite knowing how valuable loyal customers are, most loyalty programs
don’t actually do much to inspire loyalty. They make customers jump through
hoops, they aren’t fun, and they don’t always deliver measurable results for
merchants. We once heard of a restaurant who had purchased 10,000 plastic
loyalty cards for their POS-based loyalty program… and after they’d handed
them out, only 300 were registered, and only 76 of them ever ended up being
used.
9. The idea behind loyalty programs remains sound; give customers a reason to come back and
recognize loyal customers with a reward. However, there are the main failures with traditional loyalty
programs:
1. It demands too much of the customer: Making a customer carry around an additional piece of
paper everywhere isn’t just inconvenient — it flat-out doesn’t work. While the typical consumer is
a member of more than 27 different loyalty programs, they actively participate in less than half of
those. Why? Because nobody is carrying around 27 loyalty punch cards!
2. It requires the customer to take an action every single time they transact: That’s a poor
customer experience — when trying to build brand loyalty, you should aim to make the customer
experience BETTER to increase repeat visits, not worse. Yet, brands continue to come up with
complicated schemes like QR codes, additional hardware at the POS, or even making customers
write their phone numbers on the back of their receipts.
3. It fails to differentiate between customers: If I go to my favorite coffee shop every single day, I
should be treated differently than someone who comes in twice a month. This is why some of the
most successful loyalty programs in the world are status-based, like airline and hotel programs:
They recognize that their “big spenders” drive a disproportionately high amount of revenue, and
treat them like rockstars.
Loyalty Pitfalls to Avoid
Part 2: Why “Loyalty Programs” Fail
10. 2017 Goal #2: Get rid of friction when it
comes to your loyalty program. Make it
effortless for customers to use.
11. Data is power… but most offline
businesses are seriously lacking in
actionable customer data.
When it comes to getting to know your
customers better, data unlocks all of the
secrets: who your customers are, where
they like to go, how much they spend,
and what types of marketing will convert.
Online retailers have been using big data
to help them build brand loyalty through
extremely targeted messaging and
advertising. It’s time that restaurants,
offline retailers, and car washes start
using big data to their advantage.
Big Data for Brick and Mortar
Part 3
“In the online world, businesses
have the opportunity to develop
very deep relationships with
customers [by] observing their
purchase behavior over time so
that you can get individualized
knowledge of the customer…
Then the customers are going to
feel a deep loyalty to us, because
we know them so well.”
Jeff Bezos
CEO Amazon
12. So, how do offline businesses gather customer data? One great way is
through a digital customer rewards program that ties to customer
transactions. Without one, your customers are open season for competitors.
With a good one, you’ll have your single biggest competitive advantage. Here
are some of the most profitable ways to utilize customer data…
Use your data intelligently (and profitably)
Part 3: Big Data for Brick and Mortar
13. Personalize every
interaction
In a world where customers receive
countless promotions every day—the
only way to cut through the noise is
personalization. And the only way to
improve personalization? Better data.
Email blasting your entire mailing list
with an offer for 20% off of their next
purchase isn’t a smart marketing
technique — in fact, broadly
discounting product can diminish the
perceived value of your product. Send
your customers timely, personalized
communication when it matters. Send
them offers when it counts, not just
whenever your company is planning a
generic email blast.
14. Stop Customer Churn
Customer data can help you prevent
once-loyal customers from slipping
through the cracks.
Identify “at risk” customers by using
your data to understand which
customers were once loyal, but are
now less frequent. You could do this
by tracking customer behavior over
time, and then setting up systems that
alert you to any significant change in
behavior.
CALCULATE CUSTOMER CHURN
AT YOUR BUSINESS →
merchant.thanx.com/churn-
calculator
15. Launch customer
“winback” to convert at-
risk customers into
regulars
In a world where customers receive
countless promotions every day—the
only way to cut through the noise is
personalization. And the only way to
improve personalization? Better data.
Email blasting your entire mailing list
with an offer for 20% off of their next
purchase isn’t a smart marketing
technique — in fact, broadly
discounting product can diminish the
perceived value of your product. Send
your customers timely, personalized
communication when it matters. Send
them offers when it counts, not just
whenever your company is planning a
generic email blast.
16. Identify and retain your
VIP customers
One of the primary functions of a
loyalty program should be to identify
and retain your very best customers.
ALL businesses have their superstar
customers, but few can identify
exactly who these big spenders are.
With 66% of sales coming from just
25% of customers, take action to
identify and segmenting out VIPs —
the top 10-25% — and then develop
targeted VIP marketing that ensures
these loyalists never churn out of your
business.
LEARN HOW TO LAUNCH
PERSONALIZED VIP
EXPERIENCES → thanx.com/vip
17. 2017 Goal #3: Start collecting customer
transaction data and running automated
marketing programs with it.
18. Customer Feedback is a compass
for your business
Happy customers drive most of your
revenue, so it’s important to be able to
keep your finger on the pulse of customer
sentiment. As your company grows, it
becomes harder and harder to gauge the
happiness of each and every customer.
Aside from polling every single person
that comes into your store, how do you
get a sense of your performance in the
mind of the customer? That’s where it
becomes essential to have a feedback
program that customers actually engage
with (is anybody actually filling out those
paper feedback forms?).
The simple act of asking for feedback has
a pronounced effect on customer
frequency. Across 100’s of thousands of
feedback responses, customers who
completed a non-intrusive mobile survey
returned 7% faster than those who didn’t.
The customers who received merchant
responses to their feedback returned 14%
faster. The reason, of course, is that
customers love to feel heard. So, ask
them! That’s how to build deeper
relationships.
Part 4
19. How to get customers to respond to your
feedback survey
Part 4: Customer Feedback is a compass for your business
Paper feedback forms don’t garner significant amounts of responses, and it’s impossible to know
exactly who you’re speaking to or what feedback merits a response.
Collecting responses via mobile survey is a great solution to both of those problems — not only is
feedback tied to individual customers (with their entire customer history available for perusal), but
also it’s easy for customers to respond. That means that you’re getting to hear from people who
wouldn’t typically leave feedback, and you’re actually getting enough valuable feedback to make
data-driven decisions with it — from location-level tune-ups to company-wide initiative.s
20. Why all businesses should know their
Net Promoter Score®
Part 4: Customer Feedback is a compass for your business
It’s called “the ultimate question” for a reason: NPS, or Net Promoter Score, is arguably the most
accurate way to measure customer happiness. NPS boils customer satisfaction down to one
question: From 0–10, how likely are you to recommend this business to a friend ?
The reason people call NPS “The Ultimate Question” is that Bain and Company, the innovators
behind Net Promoter Score and Net Promoter System found that businesses with a higher score
grow 200% faster than their competitors — just by knowing the answer to one question!
21. 2017 Goal #4: Make feedback easy to collect
and easy to interpret
22. Bonus: Customer Usership Survey
How do customers actually use loyalty
programs?
Only 7% of people
who have loyalty
memberships
actually
participate in all
of them.
48% of customers
would prefer to
receive credits
automatically
applied to their
credit or debit
statement
The biggest
inconvenience of
loyalty programs?
Remembering to
bring your card
every time!
If there’s one
thing customers
love, it’s feeling
appreciated. 37%
of customers
think top
spenders should
earn more
rewards.
23. About Thanx
Thanx helps offline businesses drive deeper, data-driven relationships with their best customers.
Thanx's turnkey solution collects critical customer data and uses it to deliver automated marketing campaigns that
deliver real ROI. While the vast majority of loyalty programs today are languishing, Thanx has the highest retention
rate in the industry thanks to its frictionless customer and merchant experience. Founded in 2011 and based in San
Francisco, Thanx is financed by Sequoia Capital and other elite Silicon Valley investors. Thanx has thousands of
customers across more than twenty retail verticals.